Hire Controller

Overview

CUSTOMER SERVICES – IT\’S A PEOPLE THING. Are you someone who can start a conversation in an empty room? One of those people who always manages to get things done, no matter how much there is to do? If the answer is yes and yes, there\’s a place in our Customer Service team for you. It\’s not about what you know. It\’s who you are. As a Hire Controller you\’ll be doing one of the most important jobs in our business looking after our customers. Which means building relationships, getting to know what they do, how they do it, and most importantly, how we can help them do it better. In the role of Hire Controller you\’ll be responsible for delivering a best-in-class service whilst using product knowledge and expertise to maximise upselling opportunities. Your days will be spent communicating with customers on the telephone, via email and responding to website requests. You\’ll manage an order from enquiry to post-hire feedback, taking ownership of the customer journey and building relationships with regular customers. You\’ll enjoy thinking on your feet and using your initiative to ensure we deliver the very best experience for our customers and that we continue to improve our service. This would be a fantastic opportunity for individuals from a customer service environment, ideally with industry experience, who would like to see and feel the impact of their work in a hands-on, highly operational, service-focused business.

Responsibilities

• Deliver a best-in-class service whilst using product knowledge and expertise to maximise upselling opportunities.
• Manage an order from enquiry to post-hire feedback, taking ownership of the customer journey and building relationships with regular customers.
• Communicate with customers on the telephone, via email and by responding to website requests.
• Think on your feet and use your initiative to ensure the very best experience for customers and continuous service improvement.
• Support a highly operational, service-focused business through hands-on customer service in a fast-paced environment.

Qualifications

• Proven experience in a Customer Service role, preferably handling in-bound order/sales enquiries where you have used your skills and experience to successfully complete transactions and satisfy customers.
• Previous experience in the hire or construction industry would be advantageous but not essential.
• Experience in developing and utilising product knowledge, eager to understand our product range and the wider Sunbelt business.
• Exceptional communication skills including negotiating and influencing. Ability to engage and build relationships with both internal and external customers.
• Comfortable using your own judgment and initiative to make decisions in line with company policies and pricing structures.
• An effective team member with a highly supportive, collaborative approach.
• A flexible and adaptable approach to enjoy a varied work day in a fast-paced operational environment where you manage multiple tasks, deadlines and targets while maintaining high standards of accuracy.
• A commitment to continuous improvement; you put forward and act on suggestions to improve processes and service levels.
• A good level of computer literacy in MS Office packages and an openness to learning new IT systems and leveraging technology in your job role.

Benefits

Sunbelt Rentals is the leader in equipment rentals in the UK, Ireland, US and Canada, with specialist operations in Europe. We provide a range of solutions to every market and sector, including construction, industrial, energy, infrastructure, government and events. Our teams make the impossible possible and the unthinkable doable. Turning what if into what is.

Our people are at the heart of our values and our greatest asset. We rely on you to look after our customers so in return, we take good care of you. We recognise the value and uniqueness of our team-mates and are committed to creating a diverse and inclusive Sunbelt Rentals, providing equality of opportunity and a culture of fairness and respect. Your health, safety and wellbeing is important to us, with initiatives such as mental health awareness campaigns, a first-aider programme and access to a 24-7 employee assistance helpline, counselling services and financial wellbeing support.

What can we offer you in return? You’ll be joining a highly successful FTSE100 company, the UK’s largest equipment rental provider, with an industry-leading flexible rewards package including generous holiday allowance (with the opportunity to buy and sell annual leave), life assurance, a retail discount scheme, employee recognition awards and a great Company pension scheme.